Case Study: London Borough of Waltham Forest achieves PCI DSS compliance with PCI Pal Agent Assist

London Borough of Waltham Forest - Customer Case Study

The London Borough of Waltham Forest needed a secure way to process telephone payments for its many services while maintaining PCI DSS and GDPR compliance. Their challenge was to protect sensitive cardholder data, as staff were previously exposed to this information when residents read out their details over recorded phone lines. The council partnered with vendor PCI Pal to implement its Agent Assist solution.

PCI Pal's Agent Assist solution used DTMF masking technology to allow residents to securely enter payment card details via their phone keypads, preventing staff from hearing or recording the data. This made the payment process seamless and intuitive for both agents and residents. The implementation ensured all telephone transactions were PCI DSS compliant, strengthened data security, and maintained residents' trust in the council's governance.

London Borough of Waltham Forest

David Edwards

Marketing Manager